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Customer service team manager skills for your resume and career

Updated January 8, 2025

6 min read

Quoted experts

Dr. Timothy Edwards,

Jaunelle Celaire

Below we've compiled a list of the most critical customer service team manager skills. We ranked the top skills for customer service team managers based on the percentage of resumes they appeared on. For example, 10.1% of customer service team manager resumes contained training programs as a skill. Continue reading to find out what skills a customer service team manager needs to be successful in the workplace.

15 customer service team manager skills for your resume and career

1. Training Programs

Here's how customer service team managers use training programs:

Completed two in-depth management training programs, including an elite program that provided experience in nearly every functional area of company.
Manage training programs designed to educate an organization's computer users about basic computer use and specialized applications.

2. Customer Support

Here's how customer service team managers use customer support:

Managed performance, training and supervision of Tier-2 customer support teams.
Evaluate customer support results and prepare action plan for improvements.

3. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how customer service team managers use technical support:

Managed 16-20 Technical Support, Order Entry and Contracting Advocates to give focused support to Key accounts for multiple sales territories.
Managed the performance of 20-25 representatives that handled calls for numerous wireless service providers for technical support and billing support.

4. Quality Standards

Quality standards are a specific level of standards of products that are set by the companies for the customers that have to be met and maintained throughout the process until the time of delivery. Quality standards are information that includes the customer's requirements, guidelines, and characteristics for the needed final product or service.

Here's how customer service team managers use quality standards:

Coached individuals to exceed performance and quality standards.
Monitored inbound and outbound customer calls to evaluate in accordance to quality standards.

5. Customer Inquiries

Here's how customer service team managers use customer inquiries:

Fielded customer inquiries and escalated complaints as manager.
Researched customer payments, managed phone service levels and answered customer inquiries.

6. Career Development

Career development is a term referring to the process and idea of furthering one's career or otherwise altering its path by a number of processes and methods. A career development plan can be unique to the individual and might simply be to continue working the job one does in a singular company and moving up, in terms of positions and salary. Or it might be an entirely different plan, such as moving on from the position, the company, and perhaps even the industry as a whole, and doing other work somewhere else.

Here's how customer service team managers use career development:

Provided resources for self-improvement by coordinating guest speakers and also encourage career development.
Administered Performance and Development Plans and assist in guidance of associate career development.

7. Process Improvement

Here's how customer service team managers use process improvement:

Incorporated continual process improvement and quality control programs for the development and training of all associates.
Identify process improvements/enhancements to desktop tools and client provisions/processes and share these with business analysts.

8. Customer Satisfaction

Here's how customer service team managers use customer satisfaction:

Partnered with various internal departments on projects to increase productivity, improve customer satisfaction, and implement best practice procedures.
Prioritized topflight customer service, implementing client-centered procedures that guaranteed customer satisfaction and led to return business and word-of-mouth referrals.

9. Direct Reports

Here's how customer service team managers use direct reports:

Groomed direct reports to manage variety of relationships internally and externally, including high profile escalated mortgage issues.
Developed and promoted direct reports from Consumer Care positions to Team Support, Leader Intern, and Team Manager roles.

10. Performance Management

Here's how customer service team managers use performance management:

Administer performance management by diagnosing improvement opportunities providing effective feedback, professional development and corrective action plans.
Administered Customer Service/Human Resources policies and evaluated performance management of associates.

11. Performance Reviews

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Here's how customer service team managers use performance reviews:

Performed routine performance reviews of call quality schedule adherence, availability, and customer feedback results.
Facilitate quarterly performance reviews with associates to drive performance and development plans.

12. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how customer service team managers use customer care:

Key responsibility was the daily supervision of up to 15 customer care representatives for the Consumer Mobility Credit & Collections team.
Managed a team of 11-14 customer care representatives and coach behaviors using the LEAP model.

13. Human Resources

Human resources is a set of people in a business or a corporation that are designated to locate, interview, and recruit new employees into the company. They are also responsible to maintain the integrity of the employees and help them sort their problems out. They try to introduce and manage employee-benefit programs.

Here's how customer service team managers use human resources:

Administer company human resources policies relating to conduct, performance, sales, attendance management and disciplinary practices.
Assist Human Resources with new hire process including final interview of possible candidates for the firm.

14. Call Monitoring

Here's how customer service team managers use call monitoring:

Constructed and implemented the standard call monitoring process utilized across all property offices company wide.
Provided one-on-one coaching to individual representatives based on call monitoring.

15. Credit Card

A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.

Here's how customer service team managers use credit card:

Purchased office supplies utilizing corporate credit card.
Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges, Excelled in exceeding daily credit card application goals.

What skills help Customer Service Team Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on customer service team manager resumes?

Dr. Timothy Edwards

Professor, Interim Director, University of Arkansas at Little Rock

Writing and research skills. Analytical and critical thinking skills. Technical skills such as web design, graphic design, audio and video production skills. Employers are interested in potential employees knowledge, intelligence and skills.

What customer service team manager skills would you recommend for someone trying to advance their career?

Jaunelle Celaire

Chair, Professor of Voice, University of Alaska Fairbanks

Never stop learning! This may consist of going back to school, earning new certifications in your field of study, attending conferences and seminars, and making sure that your time management is always at its finest level of excellence.

What type of skills will young customer service team managers need?

Andrew Gilliam

Customer Experience innovator and change agent,, Informa Tech

Technical degree programs often fail to emphasize the importance of interpersonal skills and business acumen. Technical skills are impressive and essential, but they're meaningless without a business purpose and user acceptance. Mastery of communication, teamwork, and empathy are more useful and broadly applicable than a working knowledge of the OSI model. Regardless of your position, always strive to understand how your work impacts internal and external customers and creates value for shareholders.

Do you want to know more?

List of customer service team manager skills to add to your resume

The most important skills for a customer service team manager resume and required skills for a customer service team manager to have include:

Training Programs
Customer Support
Technical Support
Quality Standards
Customer Inquiries
Career Development
Process Improvement
Customer Satisfaction
Direct Reports
Performance Management
Performance Reviews
Customer Care
Human Resources
Call Monitoring
Credit Card
Customer Issues

Sales Associates
Performance Appraisals
Call Handling
Disciplinary Actions
Issue Resolution
Customer Service Associates
Customer Complaints
Customer Interaction
Identify Trends
AHT
Performance Metrics
Customer Relations
Inbound Calls
Performance Evaluations
Client Satisfaction
Site Leadership

HIPAA
Anti-Money Laundering
Customer Retention
Organizational Policies
Medicare
Call Center Support
Problem Resolution
Quality Customer Service
Revenue Management
Client Issues
Billing Inquiries
Customer Calls
Incentive Programs
Customer Service

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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